Frequently Asked Questions

Security Bank Online (SBOL) Enrollment of Accounts

How do I enroll to Security Bank Online?

Visit https://www.securitybank.com/sbol-how-to-enroll/ for the complete SBOL enrollment procedure.

Who can enroll and what types of accounts can be enrolled?

Enrollment of the following types of Bank Accounts/Credit Cards shall be allowed:

For Bank Accounts

• ACTIVE Individual CASA (includes sole proprietorship accounts)
• ACTIVE Individual FCDU Accounts
• ACTIVE “OR” Joint CASA accounts
• ACTIVE “AND/OR” CASA Accounts, provided account has SINGLE signing authority
• ACTIVE CashlinkPlus (MCE)/SBC Proprietary Prepaid Cards (CashCards)

For Credit Cards- ACTIVE Security Bank MasterCard Credit Cards of primary cardholders
For Investment Accounts – Unit Investment Trust Fund (UITF)
For Term Deposit Accounts (applicable for additional enrollment only)

• Active Individual Term Deposit Accounts
• Active “OR” Joint Term Deposit Accounts
• Account types that are allowed:
  • Dollar Time Deposit
  • Investment Savings Account
  • Peso Time Deposit
  • Secure Dollar Optima

For Additional Accounts for Enrollment

• Client with existing SBOL account can enroll an additional bank, credit card, time deposit and UITF account via the Add and Manage Account module in SBOL.
• Clients do not need to activate their additional enrollments.
• Client shall be notified via e-mail that his/her applied additional enrollments have been approved.
• Enrollment of “OR” accounts shall require the client to sign and submit the printed copy of the online enrollment form to his/her selected preferred branch.
• The Bank may ask the client to sign and submit a printed copy of the online enrollment form, if deemed necessary.

Is there a cost to enroll in Security Bank Online?

Accessing Security Bank Online is free of charge. No additional maintaining balance or access-related fees will be charged to your account. In case Security Bank Online deems it necessary to impose charges, the rate, period and method of payment will be announced to you.

Why do I need to submit my online enrollment form if I chose the print and sign activation option?

While we do not wish to bring inconvenience to our clients, submitting the printed and signed enrollment form ensures that your account is protected against unauthorized online enrollment attempts and account access.

Where can I submit my printed and signed enrollment form?

• Bank account online access enrollment forms should be submitted to your preferred Security Bank branch specified during enrollment.
• Credit Card online access enrollment forms should be completely filled out, signed and sent via email to customercare@sbcards.com.ph. Enrollment forms may also be submitted to the nearest Security Bank branch.

Once I enroll, how long does it take before I can use Security Bank Online?

• If you activated your enrollment using the Auto Enrollment PIN, you may start using Security Bank Online for bank transactions after 24 hours.
• If you chose to activate by printing, signing and submitting your online enrollment form to your preferred branch, you may access your Security Bank Online account after upon receipt of your application approval notification through email. Standard turnaround time is three (3) banking days after you have submitted your signed online enrollment form to your preferred branch or SB Cards.

How do I log in to Security Bank Online?

To access Security Bank Online, visit https://securitybankonline.securitybank.com and enter your User ID and Password.

I wish to unenroll from Security Bank Online. What should I do?

Please call the Security Bank Online Help Desk at +63(2)8887-9188 or email us at sbonline@securitybank.com.ph. You may request our Help Desk to de-activate your Security Bank Online account after successfully answering the verification questions.

What is an Auto-Enrollment PIN?

This allows the user to enroll and activate his Security Bank Online account by entering the enrollment code received via SMS. Applicable only newly-opened accounts.

How do I receive an Auto-Enrollment PIN?

New customers who open their first Security Bank account are sent the Auto-Enrollment PIN thru his registered mobile number.

How do I use my Security Bank Online Auto-Enrollment PIN?

1. Visit https://securitybankonline.securitybank.com/login and click “ENROLL NOW”.
2. Select “Bank Accounts” and tick “Activate your enrollment through Enrollment PIN”.
3. Enter your account number and the online banking Enrollment PIN you received via SMS.
4. Fill in the necessary Log-in and Customer Information details and click Submit.
5. Once enrollment is successful, you may immediately access your SB Online account.
6. If you erased or lost your Auto-enrollment PIN or it has expired, you may request for a resending of Auto PIN by clicking the “Generate Pin” option.

Account/s Overview

What are the different account balances I am seeing under the Balance Inquiry?

For Bank accounts (CASA)

• Available Balance – refers to the withdrawable balance today, exclusive of uncleared check deposits and any amount on hold
• Current Balance – refers to the total account balance including any amount on hold or from uncleared check deposits

For Credit Cards

• Available Credit Limit – refers to the amount that can still be charged on your credit card account.
• Available Cash Advance Limit – refers to the amount that can still be availed as cash advance. This amount should be within the available credit limit.
• Available Deferred Payment Plan or ChargeLight Plan Limit – refers to the amount that can still be converted as installment or ChargeLight transactions. This amount should be within the available credit limit.

Fund Transfer and Bills Payment

How will I know if my fund transfer or bills payment is successful?

• A local reference number and the details of the transaction will be shown on the screen.
• You will also receive an email notification from Security Bank Online to confirm if your bills payment or funds transfer is successful or not.
• It is also advisable to check your balance and see if you have been debited of the payment or transfer amount.

Can I amend/cancel my scheduled bills payment or fund transfer if I made a mistake?

• You may only amend/cancel a scheduled bills payment or fund transfer at least one (1) banking day before the scheduled date. Take into account that the transaction cut-off time is at 10:00 pm for bills payment.
• You may not stop a bills payment or fund transfer once the transaction has been processed. Your online statement can, however, be useful as proof of transaction to make a request to the fund recipient or biller to reverse or cancel an erroneous bills payment or fund transfer.

Prepaid Mobile Reload

How do I purchase mobile prepaid credits using my Security Bank Online account?

• Log in to Security Bank Online
• Go to “Payments and Transfers”
• Select “Reload Mobile Phone”
• Enter the details of your purchase (TELCO, amount, mobile number, etc.)
• Submit and confirm your transaction

What are the available Telcos for the reloading Service?

Prepaid load is available for all networks such as Globe, Smart and Sun Cellular.

Are there additional charges when I purchase load credits through Security Bank Online?

There are no additional charges when you purchase load through Security Bank Online. The load amount that you select will be the same amount loaded to your device.

How long will the load arrive to my preferred mobile device?

After a successful reload transaction, the load will be immediately sent to your device.

How will I know if my checkbook re-order has been received and processed?

Upon submission of your checkbook re-order, you will receive an email confirming the receipt of your request. You will receive another email confirming the approval or rejection of your request. You may also check the status of your request through the view/cancel checkbook request function in Security Bank Online.

How long does it take for the checkbook I requested via Security Bank Online to be available?

The standard turn-around time is two (2) weeks from the date of your request. You will receive an email notification that your checkbook is available for pick-up from your branch of account.

How can I cancel a request for check book re-order?

Cancellation of a checkbook re-order is possible two days from the date of request through Security Bank Online for as long as the status of your request is still pending.

Security Bank Online (SBOL) Profile

How do I change or amend my account Profile?

1. Log in by entering your User ID and Password then click Log-in.
2. On the upper-right side, click on your name.
3. Amend your profile details by filling out the open fields; click Confirm once you’ve made your desired changes.
4. Enter the one-time password (OTP) sent to your currently registered mobile number.
5. Click Confirm and changes will be reflected.

Conversely, will amendments or changes made in my personal information file on my Bank account and/or Security Bank Cards account automatically update my profile information in Security Bank Online?

• No. Any update on your personal information file provided to your branch or Security Bank Cards is not automatically updated in your Security Bank Online profile.
• Accountholders are encouraged to be responsible in regularly updating both their online profile and personal information file especially their contact details which may affect communication such as change in email address and/or contact numbers.
• This is a precautionary measure to avoid inconvenience or any loss that may arise due to an undelivered correspondence or delayed email communication which Security Bank or Security Bank Online cannot be held liable for.

How do I amend/update mobile number or email address in SBOL?

To change any of your contact details, click on your name from the upper right portion of your SBOL page.

To change Mobile number

1. If old number still exists or is still active, type the new mobile number and an OTP will be sent to client’s old mobile number to process update.
2. If old mobile number is already inactive, client should call our Contact Center at 8887-9188 to update the mobile number after the usual verification process.

To change email address

1. Type the new email address and click Confirm.
2. Enter the OTP to authenticate your request.

Online Security

How safe is Security Bank Online?

Security Bank Online provides a number of security measures to protect the confidentiality of your accounts when banking online which includes the following:

1. Nominated User ID and PasswordWhen you enroll for online access, you will be asked to create your own User ID and Password, which will be used every time you log in to Security Bank Online to access your accounts. This information is encrypted, or scrambled, during transmission.
2. Session expirationSecurity Bank Online automatically logs you off after 10 minutes of inactivity. This lowers the risk of others accessing your account online when the computer is left unattended.
3. Firewall and network securitySecurity Bank’s computer systems are protected at all times by firewalls and other security hardware and software that block off unauthorized users from accessing your account information.
4. Email confirmationAs an additional security measure, Security Bank Online sends out an email confirmation for all financial transactions and any change in your Security Bank Online account profile.
5. SMS notificationSecurity Bank Online sends out text notifications for transactions made and amendment of profile.
6. Technology updatesSecurity Bank is committed to updating its technology infrastructure as necessary to maintain high security standards and ensure the protection of your financial information at all times.
7. Symantec Norton Digital Certificate / Secure SealThe Security Bank Online secure web site uses a 256-bit SSL digital certificate issued by Symantec Corporation, a 3rd party global certificate authority and leader in Internet security. The Norton Secure Seal and digital certificate ensures that clients are visiting a registered and official Security Bank Online web site. It also ensures communication between the client and Security Bank Online is encrypted to protect against Internet eavesdropping of confidential personal information and transactions.
8. One-Time-Password (OTP)Security Bank Online sends out an OTP if (i) total payments and transfers for the day goes over Php 40,000, (ii) a recipient of a fund transfer is not from the Favorites list, or (iii) there is an instruction to amend the account profile.

How secure is my User ID and Password?

• When you enroll for online access, you will be asked to create your own User ID and Password, which will be used every time you log in to online banking to access your accounts.
• Your nominated User ID is unique. The system will reject a User ID that has been used earlier by another user of Security Bank Online. Be sure to nominate a User ID that contains at least six (6) alphanumeric characters and that is difficult to guess.
• Passwords should contain 8 to 15 alphanumeric characters that will be difficult to guess. Every time you type your password, its characters will be masked.
• You will be prompted to change their passwords every ninety (90) days to prevent unauthorized users from using your old password. Security Bank Online also enforces a password change for every first-time log in after retrieving a temporary password from the Forgot Password link.

Why do I need to provide a Challenge Question?

As an added protection, you are required to nominate a Challenge Question that only you will be able to answer. To ensure that nobody else can change your password except you, nominate challenge questions that are not easily guessed by other people.

How do I change my account password?

1. Log in by entering your User ID and Password then click Log-in.
2. On the upper-right side, click on your name.
3. Select and click “Change Own Password”.
4. Enter the correct answer to your Challenge Question and click Submit.
5. Enter Old Password then your nominated password
6. Retype nominated password
7. Click confirm and changes will be reflected

What should I do if I forget my password?

1. You can change or reset your Password by clicking the Forgot Password link from the Security Bank Online Home page. To verify your identity, you will then be required to provide User ID, your registered email address, and the answer to your Challenge Question.
2. If information are provided correctly, you will receive a temporary password thru your registered email which you may use upon log-in. You will then be asked to change this temporary password upon log-in.
3. If you cannot answer the Challenge Question, you may call the Security Bank Online Help Desk at +63(2)8887-9188 or email us at sbonline@securitybank.com.ph for assistance. Security Bank Online Help Desk operates 24/7.

What should I do if my User ID is locked?

Please call the Security Bank Online Help Desk at +63(2)8887-9188 or email us at sbonline@securitybank.com.ph You will be asked some verification questions before your User ID will be unlocked.

What should I do if I forget my User ID?

Please go to your branch of account for proper identification and verification.

What should I do if I find or suspect any fraudulent transaction or activity in my Security Bank Online account?

Please immediately report any suspicious transaction or activity thru the Security Bank Online Help Desk at +63(2)8887-9188 or email us at sbonline@securitybank.com.ph.

Also, you may report it by accessing https://www.securitybank.com/sbol-security-reminders/, then click Report Fraud.

What should I do if I forget my User ID?

Call the Contact Center at 8887-9188 to request for User ID retrieval. Depending on the verification process, you may be asked to visit your nearest branch to present proper identification before we can send the user ID to your registered email address.

Others

Is Security Bank Online accessible overseas?

As long as you have Internet access and a computer or mobile device with a compatible browser, you may access Security bank Online 24/7.

Can I view or track all transactions done on Security Bank Online real time?

• Yes, transactions are reflected on your accounts real-time. This means that you can view transactions on your enrolled accounts instantaneously as the activity occurs.
• Transactions done on Security Bank Online are done real time. Take note however, that the prescribed cut-off time for bills payment is at 10:00 pm. This means that if a payment is made after 10:00 pm, your bank account is immediately debited but your transaction shall only be reflected online the next day.

What are the transactions I can schedule? What are the types of scheduled transactions available? When will my scheduled transaction run?

• Transactions can be scheduled for Bills Payment, Fund Transfer, Prepaid Mobile Reload, eSecure Savings and UITF Subscribe.
• When scheduling transactions, the are 3 options to choose from:
  • Immediate – Transaction is executed immediately after you submit and confirm the instruction.
  • Post-dated – Transaction is executed once at a defined later date.
  • Recurring – Transaction is scheduled and executed on a daily, weekly or monthly interval with a defined start date and number of repeated payments.
• Scheduled transactions cannot start on the date of request. The starting date should be at least one (1) banking day after the date of request.

Is there a limit to the amount that I can transfer per transaction?

Transfer to own account has no limit. However, transfers to third party account/s has an aggregate limit of Php 1,000,000 per day.

What happens if my enrolled credit card account gets lost or stolen?

Please call the Customer Contact Center at +63(2)8887-9188 to report your lost/stolen card for blocking. Once done, you can still log in to your account but you can no longer view your balances nor submit other requests on the lost or stolen card.